Return & Refund Policy

1. Nature of Our Products

Grabsouq provides digital, non-tangible items that are delivered electronically. Because digital products are considered “used” once delivered, they cannot be returned, resold, or revoked, which limits eligibility for refunds.

2. No Returns for Digital Products

As all items are delivered instantly via email or user account, we do not accept returns under any circumstances, including but not limited to:

• • Change of mind
• • Accidental purchases
• • Incorrect or outdated email address entered by the customer
• • Failure to redeem due to user error
• • Product incompatibility or restrictions not read before purchase

Once a digital code or voucher is delivered, it is final and non-returnable.

3. Refund Eligibility

3.1. Non-Delivery

• • You did not receive the digital product within the stated delivery timeframe, and
• • There is no record of successful email delivery or account delivery on our system.

3.2. Technical Errors on Our Platform

• • A processing error caused by Grabsouq’s system
• • A payment was deducted but the order did not generate
• • Duplicate payment for the same order

In such cases, we will verify logs and issue a refund through the original payment method.

3.3. Invalid or Non-Working Codes (After Verification)

• • Invalid
• • Already redeemed before your purchase
• • Unable to be redeemed due to a system glitch on our side

Our team will verify with the issuing provider and either replace the item or issue a refund.

Note: If the code fails due to restrictions, region locks, brand policies, merchant-side limitations, or misuse, refunds will not be issued.

4. Refunds Not Provided

We do not issue refunds for the following:

• • “I changed my mind”
• • “I bought the wrong item”
• • “I didn’t read the redemption conditions”
• • “I can’t use the code in my country”
• • “I didn’t like the product after receiving it”
• • “I ordered using the wrong email”
• • “I don’t want the voucher anymore”

5. Refund Process & Timelines

If your case qualifies:

1. 1. Submit a support request with:
• • Order number
• • Email used at checkout
• • Clear explanation of the issue
2. 2. Our team will review the case within 2–5 business days.
3. 3. If approved, refunds are issued only to the original payment method.
4. 4. Refund timelines depend on payment providers and can take 5–14 days to reflect.

6. Chargebacks & Disputes

We encourage customers to contact us before initiating a chargeback.

Any chargeback filed without first attempting resolution may result in:

• • Account suspension
• • Denial of future purchases
• • Submission of evidence to payment providers showing successful delivery

We maintain full delivery records (IP logs, timestamps, API confirmations, and email delivery reports) for investigations.

7. Incorrect Information Provided by Customer

Grabsouq is not responsible for issues caused by customer errors such as:

• • Typing the wrong email address
• • Providing wrong contact details
• • Misunderstanding product terms
• • Attempting to redeem on unsupported devices or regions

Refunds are not issued in such cases.

8. Abuse & Fraud Prevention

To maintain platform integrity, we may block or refuse service to users involved in:

• • Refund abuse
• • Code redemption fraud
• • Suspicious activity
• • Multiple failed payment attempts
• • Chargebacks filed without valid cause

We reserve the right to request additional verification before approving any refund.

9. Contact Information

For refund requests or support, please contact:

📧 Email: admin@grabsouq.com